Customer Focused Leadership

Customer Service Training | Customer Focus Training | Customer-Focused Leadership | Management Development Training Customer Focus Leadership Best Practices | Customizable in-house training

Customer-Focused Leadership

According to the American Express Global Customer Service Barometer Survey July 2010 conducted in 11 countries globally;

Customers Will Spend from 7 to 11% More With Companies That Provide Excellent Service,

But Two-Thirds Feel Companies Aren’t Doing Enough to Earn Their Business and

Service Is Even More Important in Tough Economic Times

Customers believe that the three most influential factors when deciding which companies they do business with include personal experience (98%), a company’s reputation or brand (92%), and recommendations from friends and family (88%).

If you want to:

Embed Customer Focus throughout your organization,

Improve Customer Retention and Loyalty,

Improve long-term Revenue,

Create and sustain Exceptional Service Performance,

Improve Employee Performance, Retention and Motivation,

Lead a Customer-Focused Organization...

...this program will provide your managers, supervisors and team leaders with the knowledge and skills they need to make it happen.

"I highly recommend this program." D. C. HSG (winner of the 2008 International Service Excellence Award)

Customer Focus is a Leadership Issue
Customer-Focused Leadership provides you with proven fundamentals for developing and improving service quality and customer focus throughout your organization. This program provides a way of thinking, a mind-set that can empower people to go beyond satisfaction and create customer value. If you are serious about making Customer Focus a competitive advantage in your organization, this program is a must.
While parts of the program will help anyone who works in an organization where service quality is important, it is specifically designed for Executive, Directors, Managers, Supervisors and Team Leaders who are responsible for creating a customer-focused service environment.

To obtain a printable copy of this overview, click here.

Upon completion of this program participants will understand:

Why customer focus provides a competitive advantage

How to demonstrate commitment to Customer Focus

How to create an organization that customers brag about

How to build and maintain strong and effective internal service partnerships

How to develop quick and proactive recovery strategies

The importance of continuous improvement by developing customer friendly systems and processes

How to listen to the voice of the customer and what to do with customer feedback

How to Lead with a customer-focused mind-set

How to identify and define Customer-Focused Performance Standards and hold people accountable

How to reinforce a customer-focused vision, values and standards

How to measure and reward customer-focused performance excellence

Participants will develop a Personal Action Plan for implementation after the program

Topics include:

Laying the Foundation

Commit to Service Excellence

Be Pro-Active in Recovery

Enhance and Align the System

Listen to the Voice of the Customer

Lead with a Customer Focus

Define Service Boundaries

Provide Autonomy

Measure What’s Important

Accountability for All

Recognize and Reward

Action Planning

This 2-day highly interactive program includes an effective balance of lecture, individual and group activities and exercises. Participants complete a Personal Action Plan for implementation after the program. A popular option also available is our Customer Focused Leadership online assessment survey which participants can complete prior to the program so that what is delivered targets specific learning needs. We will be pleased to discuss this option with you. Please ask us about our Customer Focus Companion Activity Guide or read on.
Train-the-trainer certification is also available

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Customer-Focused Leader's Activity Guide
This Activity Guide is an invaluable tool to assist managers who complete this training implement what they learn in a highly structured, organized and effective manner.
The Customer Focus Companion contains 14 Customer Focus team meeting activity guides with explicit instructions on how to conduct each meeting.
It also includes a Critical Actions Checklist and Planner to keep managers organized.

AND

Examples and explanations of Six different problem-solving tools and techniques to help you resolve a wide variety of complex service problems.

AND

Some checklists to keep service improvement teams organized.

Plus

Included in the team problem-solving module is a complete yet, simple and highly effective Model for Customer-Focus team problem-solving.

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That's Customer Focus!

This amazing 200 page book explains in great detail what customer focus is and everything you need to know and do in order to create a truly Customer-Focused Organization. Whether to manage a large company, small enterprise or department, this e-book will make a difference. Click on the link below to find out more about this unique book. Available in paperback and e-book formats.

Recently ranked #43 in Amazon's Business Book Section!

Click here